Technical Customer Support Manager, IAMSentillion

THIS JOB HAS EXPIRED

Caradigm is a new kind of health IT company formed by GE Healthcare and Microsoft. Our goal is to transform care by empowering health systems and providers with the real-time, system-wide data and intelligence needed to improve care quality and the patient experience, and ultimately, the economics of health and wellness.

Caradigm combines the power of an open technology platform and collaborative clinical applications to bring together disparate patient data and transform it into intelligence. We enable others in the industry to take advantage of the platform to innovate?rapidly generating a new era of applications to improve population management. Our goal is to make it easy for caregivers across the entire healthcare continuum to gain the insight they need to collaborate with ease and provide the best patient care possible.

The Technical Customer Support Manager?s role is to oversee the Customer Support Engineer staff and ensure that end users are receiving the appropriate assistance to remediate and prevent problems. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user issues, including the monitoring, tracking, and coordination of support functions.

Essential Responsibilities:
? Managing day-to-day activities of a 24x7x365 support team including maintaining a productive work environment, overseeing training needs are met, conducting staff meetings, reviewing quality and case management to increase customer satisfaction. Provides reports to upper-management and ensure staffing levels by support mode adjusts to the dynamic support volume based on daily and monthly patterns
? Track operational metrics and productivity goals for team performance; conduct ongoing trend analysis and reporting
? Assure SLA standards are being met by team
? Develop effective support programs to instill a strong and consistent commitment to customer service improvements
? Provide first level management to a team of technical individuals that are responsible for customer facing support
? Triage, prioritize and schedule reported issues. Escalate problems (when required) to the appropriately experienced technician
? Manage vendor services as required / Determine need for vendor managed services and make recommendations
? Create RCA reports to evaluate issue resolution and analyze trends for ways to prevent future problems
? Act as an escalation to customers and proactively communicate system issues, and incident reports with customers

Basic Qualifications/Requirements:
? Bachelor's degree in related fields, or equivalent work experience in management and/or technical customer service environment
? Healthcare IT experience a strong plus
? Five (7) years of experience in IT technical support services; three (3) years in a management capacity
? Excellent verbal and written communication skills, as well as presentation skills
? Demonstrate experience with Incident management process
? Demonstrate leadership and management skills with ability to develop a professional team through measurable increases in productivity and quality
? Excellent understanding of customer service and interpersonal skills
? Ability to reach outside of support and build strong relationships to other parts of our organization
? Be available for on-call duties and respond to calls outside normal business hours and/or during weekends/holidays
? Committed individual who is focused on seeing the success of their organization
? Self-starter who can work independently and multi-task in a fast-paced environment requiring quick decision making
? Proficient in documenting technical processes and procedures
? Statistical analysis skills
? Oversee maintenance and growth of Knowledgebase

Communications/Business Experience:
? Passionate about the success and well-being of customers
? Interpersonal skills to interact positively and effectively with team members and all levels of business users and management
? Ability to communicate technical information to non-technical people
? Capability of working under limited supervision; high degree of initiative
? Ability to follow through with problem resolution quickly and communicate status throughout resolution cycle
? Organizational skills to manage multiple tasks and deadlines
? Ability to think through problems and explore solutions
? Driven to constantly learn new technologies technical skills
? Strong written and verbal communication skills